Microsoft Dynamics 365 Contact center- Update 26072 Release Notes

New/Enhanced Functionality

Digital Messaging

Admin

• Administrators can manage fund-related on-call assignments to help ensure timely coverage and more consistent customer support.
• Administrators benefit from improved routing reliability, helping customer requests reach the right support queue more consistently.
• Administrators get improved operational visibility through enhanced service monitoring and reporting.
• Administrators benefit from more reliable conversation classification and tracking to support clearer service operations.

Supervisor

• Supervisors gain clearer visibility into conversation assignments in messaging, helping monitor ownership and support operational accountability.
• Supervisors can better oversee fund-related on-call coverage to help ensure customer requests are routed to available support resources.
• Supervisors get improved visibility into messaging service performance to help identify operational issues faster and maintain reliable customer communication experiences.
• Intelligent Supervisor notifications now include additional conversation details, providing more context for faster decision-making and improved real-time supervision.
• Consult panel improvements deliver a more consistent and reliable experience when reviewing and managing customer conversations.
• Transferred chat conversations now appear correctly in the Closed Work Items dashboard, providing complete visibility for post-interaction review, auditing, and compliance activities.
• Supervisors can continue monitoring active conversations after refreshing their browser, ensuring uninterrupted visibility into ongoing customer interactions.
• Sentiment indicators are now displayed consistently in ongoing conversation views, providing real-time visibility into customer sentiment.

Customer Service Representative

• Agents can see assignment avatars within messaging conversations, making it easier to identify conversation ownership and track customer interactions.
• Live chat sessions are more reliable, helping customers stay connected without interruption and supporting consistent service tracking.
• Bot interactions more reliably invoke the correct actions, helping deliver accurate responses during live chat conversations.
• Automated issue tracking for live chat experiences has been enhanced, improving visibility into customer-impacting issues and supporting faster resolution.
• Adaptive Cards now provide a more consistent and accessible experience, including improved selection controls, ratings, date and time pickers, and multi-select options.
• The live chat widget now displays at the intended size, improving readability and usability during customer conversations.
• Automated issue tracking improvements provide clearer visibility into quality signals and customer-impacting issues, helping support more effective quality monitoring.
• Keyboard users can now navigate chat transcripts more predictably, improving accessibility and focus behavior throughout conversations.
• Active voice calls remain connected during authentication refresh events, helping prevent unexpected call interruptions and improving conversation continuity.

Voice

Admin

• Configure cross-channel memory to retain customer interaction history and preferences across channels, helping deliver more personalized and consistent customer experiences.
• Deploy voice experiences with integrated telephony support, simplifying setup and expanding voice engagement capabilities.
• South Africa is now available as a supported region for contact center deployments, enabling local voice and customer engagement experiences.
• Organization details now provide clearer environment information, making it easier to identify and manage contact center deployments across multiple environments.
• Expanded regional support improves voice interaction coverage across additional organizational regions.
• Enhanced organization provisioning improves setup reliability and ongoing management of conversational experiences.

Supervisor

• View quality evaluation scores for both live and historical conversations, supporting coaching, performance management, and service quality monitoring.

Customer Service Representative

• Voice-to-text transcription is now available for voice conversations, helping agents capture conversation details more efficiently and improve interaction searchability.
• Voice conversation recordings can now be separated by speaker and visually distinguished, making conversations easier to review and understand.
• Conversation intent information can now be captured to support improved reporting and conversation routing.
• Real-time speech translation helps agents communicate more effectively across language barriers during voice interactions.
• Call transcription reliability has been improved to reduce missed conversation content and provide more complete interaction records.
• Call recordings and transcriptions are now captured more consistently, improving conversation history accuracy and interaction review.
• Voice conversation transcriptions now recover automatically during service interruptions, helping ensure conversation records remain complete.
• Voice transcription reliability has been enhanced to reduce missing or duplicate transcription content.
• Call transcription reliability improvements help ensure interaction records remain accurate and available for reporting and review.
• Voice conversation recordings now adapt automatically to recording format variations, improving recording reliability.
• Customer conversations are now closed more consistently across connected systems, reducing session management issues.
• Chat experiences now provide more consistent conversation behavior and interaction rendering.
• A new conversation experience clearly indicates when no customer profile is associated with a conversation, helping agents avoid mistakes and handle interactions more accurately.
• Voice and video interaction reliability improvements help reduce manual effort and provide a more stable customer engagement experience.
• Voice interactions between contact center and telephony experiences now provide more accurate conversation handling and transcription support.
• Conversation transcripts are now attached more consistently to voice interactions, improving conversation history and reporting.
• Reliability improvements help ensure customer conversations remain available and stable during outbound and embedded voice scenarios.
• The chat experience has been modernized to provide faster, more responsive conversations for agents and customers.
• Chat interactions now provide more consistent and predictable message delivery experiences.
• Real-time speech translation reliability has been improved to help ensure participant conversations are captured correctly.
• Real-time customer context can now be displayed during active calls, helping agents handle customer interactions more efficiently.
• Voice interaction routing resilience has been enhanced to provide more reliable call handling during service interruptions.
• Per-call fallback capabilities improve voice interaction reliability and continuity during voice engagements.

Intelligent Routing

Admin

• Event Hub support enables more reliable, scalable real-time processing of customer interactions, improving routing responsiveness during periods of high demand.
• Real-time streaming analytics are available for monitoring contact center interactions, enabling faster visibility into operational activity and service performance.
• Predictive Assignment routes customer requests more accurately using agent availability, helping reduce delays and improve routing consistency.
• Shift-based routing considers agent schedules and availability, helping ensure customer requests are assigned to the right agents at the right time.
• Contact Orchestration advanced assignment playbooks now support shift-based routing and schedule-aware assignments using standard configuration capabilities.
• CAPI interactions now support taxonomy-based categorization, helping improve routing consistency, reporting accuracy, and interaction organization.
• Premium event processing infrastructure improves the reliability, performance, and scalability of customer interaction handling during peak usage periods.
• Automatic cleanup of stuck wrap-up sessions helps prevent assignment issues and supports uninterrupted customer service operations.

Supervisor

• Intelligent Supervisor Coaching private preview provides more consistent coaching insights and guidance experiences for supervisors.
• Intelligent Supervisor Coaching private preview enables supervisors to evaluate and prepare for enhanced coaching workflows.
• Realtime Compliance provides more accurate and reliable supervisory guidance during customer interactions.
• Quality and Coaching guardrails provide more consistent supervisory workflows and performance management experiences.
• Intelligent Supervisor guardrails provide compliance-aware oversight and improved control of customer interaction management.
• Extended guardrail details in supervisor notifications provide richer context for monitoring compliance and prioritizing follow-up actions.
• Activity-based performance tracking and key performance indicators provide enhanced visibility into operational performance and customer service trends.
• Improved observability helps identify and resolve issues faster, delivering more reliable supervisory experiences.
• Enhanced diagnostics and monitoring capabilities improve reliability and consistency for supervisor-led experiences.
• Service Health tracking improves visibility into service continuity and helps reduce disruptions to customer interaction handling.
• AgCD timer health information is available directly within the Conversation Orchestrator dashboard, improving operational visibility and troubleshooting.
• Improved Intelligent Supervisor responsiveness delivers faster, more reliable real-time supervision experiences with better scalability.
• Supervisor consult replies are now identified and routed correctly, improving oversight of voice and messaging consultation workflows.
• Real-time coaching enables supervisors to guide agents during customer interactions, helping improve service quality, consistency, and policy adherence.

Customer Service Representative

• AI agents can now assist during active calls and seamlessly return the conversation to the same agent, helping improve handling efficiency and customer experiences.
• AI agents can be introduced into active inbound conversations and then return control to the original agent without interrupting the customer journey.
• A new dashboard experience provides real-time visibility into queues, calls, and workflows, improving awareness and operational control.
• Enhanced dashboard experiences provide clearer visibility into contact center activity and simplify day-to-day monitoring.
• Conversation orchestration enables adding an automated assistant during customer interactions while preserving conversation continuity.
• Health Agent enhancements provide guided assistance to support faster issue resolution and more accurate customer assistance.
• Retrospective analysis capabilities provide actionable insights from completed conversations to help improve future service outcomes.
• Customers can be transferred from automated experiences to human agents more reliably, reducing handoff failures and improving service continuity.

Repaired Functionality

Digital Messaging

Admin

• Improved issue traceability helps administrators identify and track distinct issues more accurately, enabling faster investigation and remediation.
• Live chat security and platform stability improvements help ensure a more reliable and secure messaging environment.
• Omnichannel messaging security and stability improvements help reduce disruptions and improve overall service reliability.
• Secure consult DTMF tones are now audible when broadcast is disabled, supporting secure consult scenarios and communication workflows.

Supervisor

• Improved issue traceability helps quality teams and supervisors identify and track distinct issues more accurately, enabling faster and more targeted remediation.
• Secure consult warning messages now display consistently, providing clearer guidance and improving oversight during consult scenarios.
• Queue filtering for transfer and consult actions now displays only relevant queues, reducing routing errors and helping supervisors maintain operational efficiency.
• Localized time information is now displayed correctly in conversation transcripts, supporting more accurate multilingual conversation reviews and audits.

Customer Service Representative

• Live chat conferences now close correctly after connection errors, improving messaging reliability and preventing conversations from becoming stuck.
• Live chat widget sizing issues have been resolved, providing a more consistent and user-friendly chat experience.
• Live chat reconnect scenarios are more reliable, helping authenticated conversations continue without interruption.
• Keyboard users can no longer activate action buttons from historical adaptive cards in conversation transcripts, improving accessibility and preventing unintended actions.
• Quick Replies now display correct search results and counts after a language change, making it easier to find and use the appropriate responses.
• Human Assist guidance now remains visible and displays accurate step sequencing, helping agents follow recommended actions without interruption.
• Queue filtering for transfer and consult actions now displays only relevant queues, reducing routing errors and simplifying conversation management.
• Personalized conversation panel sizes are retained when switching between sessions, providing a more consistent workspace experience.
• Chats assigned from Open Work Items now open reliably, allowing agents to respond to customers without delays.
• Localized time information is now displayed correctly in conversation transcripts, providing a more consistent multilingual experience.

Voice

Admin

• Telephony configuration packages can now be imported successfully, simplifying deployment and setup of voice capabilities.
• Automated assistant platform selections are now stored consistently, improving configuration accuracy and data integrity.
• Tenant names are now displayed within voice channel administration experiences, making it easier to identify and manage environments.
• Contact center timeout behavior has been restored to improve reliability of speech-based customer interactions.
• Custom pronunciation entries now behave consistently regardless of letter casing, helping deliver predictable speech experiences.
• Speech output now handles language configuration more reliably, improving pronunciation accuracy across supported languages.
• Voice and speech experiences benefit from enhanced security updates and vulnerability remediation, helping protect customer environments.
• Updated compliance reporting now includes the latest available data for more accurate tracking and review.

Supervisor

• Automated assistant interactions are now captured accurately in conversation history views, providing more complete context for monitoring and review.
• Daily and weekly speech service metrics now display correctly in reliability dashboards, restoring operational visibility and trend monitoring.

Customer Service Representative

• Recording and transcription can now be started and resumed reliably during supported voice interaction scenarios, helping maintain complete conversation records.
• Secure consult interactions now prevent sensitive keypad input from being heard by other participants when sharing is disabled, improving privacy and security.
• Conversation journey history now accurately includes automated assistant interactions, providing clearer context across customer engagements.
• Copilot prompt fields now expand correctly for longer entries, making it easier to review and submit detailed prompts.
• Voice conversation transcripts now capture agent participation more reliably, improving conversation records and review accuracy.
• Automated assistants now consistently respond using supported configured languages, providing a more predictable customer experience.
• Voice interactions now maintain complete transcripts more reliably, reducing the risk of missing conversation content.
• Voice interactions now support more reliable recording and transcription recovery, reducing interruptions during customer engagements.
• Voice call controls now allow agents to resume held calls reliably, helping maintain uninterrupted customer conversations.
• Secure consult and transfer workflows now operate reliably following agent consultations, improving continuity during customer interactions.
• Customer phone numbers are now better protected in outbound interaction records, improving privacy and security.
• Voice interactions now handle keypad input correctly for supported outbound calling scenarios, improving interaction reliability.

Intelligent Routing

Admin

• Customer data in routing and orchestration logs is now automatically protected, helping organizations meet privacy and compliance requirements while reducing exposure of sensitive information.
• Security updates strengthen platform protection and help provide safer access to contact center services.
• Enhanced reporting accuracy now includes customer rejoin activity in average handle time calculations, providing more reliable operational insights and workforce planning data.

Supervisor

• Evaluation feedback and supervisory guidance now load more reliably, helping supervisors access coaching and recommendations without interruption.
• Voice coaching experiences are more reliable, enabling uninterrupted guidance during live customer interactions.
• Supervisory evaluations now process all required fields consistently, improving insight accuracy and responsiveness.
• Average handle time reporting now more accurately reflects customer interactions that include rejoin events, improving performance analysis and staffing decisions.
• Coaching experiences now use an updated intelligence model, improving guidance quality and overall coaching consistency.

Customer Service Representative

• Record routing now assigns work more consistently based on agent availability, reducing missed assignments and improving routing reliability.
• Transfer rejections now complete correctly without inaccurate participant status errors, helping agents manage conversations more reliably.
• Conversation sessions now close correctly, ensuring accurate queue updates and a more consistent agent workflow.
• Custom assignment rules now execute reliably, reducing routing interruptions and helping customer requests reach the appropriate agent.
• Conversation transfers from customers who rejoin an interaction now complete more reliably, reducing interruptions and improving continuity.
• Predictive assignment routing now works correctly when enabled, helping ensure customer requests are assigned to the most appropriate agent.
• Conversation queues now process messages in the correct order, improving consistency and reliability of customer interactions.
• Customer conversations are now assigned correctly even when previously targeted agents are unavailable, reducing the risk of unassigned interactions.

Service Operations Agent

• Online evaluations now use more consistent routing behavior, helping ensure customer conversations are directed appropriately when agent availability or overflow conditions change.
• Shift-based routing now considers agent work schedules and availability, helping ensure customer requests are assigned to available agents for more balanced workloads and faster response times.
• Improved handling of overflow call routing delivers more predictable customer experiences and more consistent connection to available agents.
• Conversation routing has been enhanced to provide more reliable call distribution and improved handling of overflow scenarios, helping deliver a more consistent customer experience.
• Predictive assignment has been enhanced to provide more consistent contact routing and agent availability decisions, helping improve service reliability.
• Predictive assignment now delivers more predictable routing behavior, supporting consistent handling of customer requests and agent assignment scenarios.

Customer Assist Agent

• Conversation orchestration now supports enhanced multi-modal communication capabilities, enabling more reliable and synchronized customer interactions across supported channels.

• Multi-modal conversation capabilities have been expanded to support richer real-time customer interactions, helping organizations deliver more responsive service experiences.

• Conversation metadata now includes release information, improving change tracking and operational visibility for administrators.

• Enhanced conversation monitoring capabilities provide improved visibility into contact center performance and operational trends.

• Enhanced visibility into conversation performance enables better monitoring of service responsiveness and operational effectiveness.

• Improved conversation reliability supports more consistent service delivery and customer engagement outcomes.

• Faster first responses help customers receive assistance more quickly, improving responsiveness during customer interactions.

• Improved handling of no-response situations in automated voice experiences provides clearer prompts and smoother self-service interactions for callers.

• Contact center conversations remain stable when conversational topics are updated, helping ensure uninterrupted customer interactions.

• Multi-modal conversations deliver improved reliability and performance, supporting more consistent customer engagement experiences.

• Voice interaction reliability has been enhanced to reduce delays and improve overall call handling performance.

• Automated retry improvements help maintain conversation continuity during temporary service interruptions.

• Enhanced conversation reliability provides more stable and consistent customer interactions across voice experiences.

• Improved call routing resiliency helps maintain uninterrupted customer service experiences during service disruptions.

• Voice interactions now start more quickly, helping reduce waiting time for customers.

• Enhanced conversation performance improves responsiveness during customer and agent interactions.

• Improved multi-modal conversation experiences provide more reliable communication across supported engagement channels.

• Fixed an issue that could affect automated voice conversation execution, improving reliability and consistency during customer interactions.

• Improved handling of conversation processing errors reduces runtime failures and helps ensure smoother customer journeys.

• Improved monitoring reliability helps maintain uninterrupted customer interactions and supports consistent contact center operations.

  Quality Assurance Agent

• Voice conversation recordings separated by speaker provide clearer conversation review and support more accurate quality evaluations.

• Supervisors can now review quality evaluation scores across live and completed conversations, improving coaching and quality management workflows.

• Enhanced reliability of compliance notifications and automatic escalation workflows helps ensure more consistent handling of policy-related interactions and quality review processes.

• Call recordings and transcripts now resume correctly after hold and transfer scenarios, ensuring complete interaction history for quality reviews and compliance assessments.

• Call recording and transcription can now be resumed reliably after interruptions, improving conversation capture and review accuracy.

• Complete transcripts are now maintained during voice interactions, supporting accurate quality evaluation and conversation analysis.

• Realtime Compliance now delivers more accurate compliance insights and smoother quality monitoring experiences during customer interactions.

• Realtime Compliance improvements provide more reliable coaching workflows and greater consistency in quality management activities.

• Intelligent Supervisor Coaching now routes coaching activities more reliably, improving the consistency of quality and coaching experiences.

• Conversation steps can be tracked more accurately across customer interactions, improving insight quality and coaching effectiveness.

• Enhanced compliance and coaching experiences provide more reliable supervisory guidance and support continuous service improvement.